Job Description

Job Summary

The Support Operations Administrator plays a crucial role in ensuring seamless operational support and customer satisfaction. This position is responsible for independently resolving technical issues, providing on-call support, and conducting thorough root cause analyses to enhance service delivery and maintain high-quality standards.

Key Responsibilities

1. Provide Operational Support By Utilizing Saviynt And Java Development Skills To Resolve Tickets Within Agreed Slas, Ensuring Efficient Service Delivery.
2. Conduct Root Cause Analysis On Escalated Issues, Applying Problem-Solving Techniques With Saviynt To Identify And Implement Effective Solutions.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, Ensuring That All Support Documentation Is Accurate And Up-To-Date.
4. Deliver Training And Coaching To New Analysts, Fostering Skill Development And Ensuring Adherence To Quality Standards And Company Policies.
5. Enhance Customer Experience Through Effective Communication And Problem Resolution, Aiming For First Call Resolution And Minimal Case Reopens To Achieve High Csat Scores.

Skill Requirements

1. Proficient In Saviynt For Identity And Access Management Tasks.
2. Strong Java Development Skills For Troubleshooting And Application Support.
3. Solid Understanding Of Ticketing Systems And Service Level Agreements (Slas).
4. Good Problem-Solving And Analytical Skills For Root Cause Analysis.
5. Excellent Communication Skills For Effective Customer Interaction.

Other Requirements

1. Optional But Valuable Certifications In Saviynt Or Java Development